Customer Advocate & Quality Improvement Lead

Schneider Electric; Buffalo (NY); Sur place; USD 80 000 - 120 000; Plein temps

Résumé du poste

Schneider Electric is seeking a Senior Associate, Customer Advocate to be the voice of the customer, driving satisfaction, loyalty, and service excellence across the organization.

You will lead investigations of complaints, coordinate containment actions, perform root cause analyses, and collaborate with Engineering, Manufacturing, Quality, and Supply Chain to prevent recurrence and improve overall customer experience.

Qualifications

• Bachelor's degree in Engineering, Quality, Manufacturing, or related technical discipline.
• 5+ years of experience in Quality, Manufacturing, Engineering, Customer Quality, Product Support, or a related function.
• Experience managing customer complaints, customer escalations, and quality improvement initiatives.
• Demonstrated experience conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA).
• Strong analytical and problem-solving skills with the ability to manage multiple priorities.
• Excellent verbal, written, and presentation communication skills.
• Proven ability to influence stakeholders and drive cross-functional collaboration.
• Proficiency with Microsoft Office Suite.

Responsabilités

• Act as the primary advocate for customer satisfaction and customer experience.
• Capture, analyze, and communicate Voice of Customer (VoC) feedback, field issues, service reports, and customer claims.
• Lead customer complaint investigations from issue identification through resolution and closure.
• Coordinate immediate containment actions to minimize customer impact and business risk.
• Facilitate structured root cause investigations utilizing methodologies such as 8D, 5 Why, and Fishbone Analysis.
• Verify the effectiveness of corrective and preventive actions (CAPA).
• Collaborate with Engineering, Manufacturing, Quality, Supply Chain, Service, Customer Support, and Supplier Quality teams.
• Ensure compliance with quality systems, complaint handling procedures, and continuous improvement standards.

Connaissances

Analytical skills

Problem-solving

Communication skills

Cross-functional collaboration

Microsoft Office

Formation

Bachelor's degree in Engineering/Quality/Manufacturing

Outils

Microsoft Office Suite

Description du poste

Schneider Electric is seeking a Senior Associate, Customer Advocate to be the voice of the customer, driving satisfaction, loyalty, and service excellence across the organization.

You will lead investigations of complaints, coordinate containment actions, perform root cause analyses, and collaborate with Engineering, Manufacturing, Quality, and Supply Chain to prevent recurrence and improve overall customer experience.